Zendesk Inc. is rolling out a set of new features designed to make contact center teams more productive.

The enhancements debuted today at the company’s AI Summit event. They will be available in Zendesk’s flagship Resolution Platform, a cloud-based platform that customer service teams use to process support tickets. It also eases related tasks such as estimating how many new staffers a company’s contact center should hire next quarter.

Zendesk was taken private three years ago in a deal that valued it at $10.2 billion. On occasion of today’s product update, the company disclosed that its AI features are expected to pass the $200 million annualized revenue mark this year. That’s nearly half the quarterly revenue Zendesk disclosed in the last earnings report it published before going private.

The first addition to the company’s platform is a set of voice AI agents optimized for contact center tasks. According to TechCrunch, Zendesk estimates that the agents can process up to 80% of support requests without manual input. They answer inquiries using knowledge base articles and past support tickets.

An additional new automation tool, Admin Copilot, promises to ease the work of the administrators who manage a company’s Zendesk environment. The tool can generate natural language explanations of Zendesk features. Additionally, it’s capable of fixing certain types of technical issues on its own.

Another major focus of today’s product update is making it easier for Zendesk customers to extend the platform. A new tool called App Builder enables workers to create simple applications using natural language prompts. A contact center manager could, for example, create a Zendesk sidebar that enables support agents to quickly access customers’ past support tickets.

Simpler tasks can be automated using a tool called Action Builder. It can perform repetitive chores such as syncing support requests to Jira. As part of today’s update, Zendesk is updating the tool with features that make it possible to test user-created automation workflows for technical issues.

Zendesk enables companies to reduce support request volumes by creating a knowledge base that answers users’ most common questions. To speed up the task, the software maker today debuted an AI tool called Knowledge Builder. It generates knowledge base articles based on a company’s support tickets and other internal business data.

The new AI capabilities are joined by several other enhancements. The software maker has added a feature for monitoring the corporate devices that a company issues to employees. Additionally, customers now have access to analytics dashboards that can track support ticket volumes, help desk productivity and other contact center metrics.

Zendesk plans to release additional analytics features down the line. “With our recent acquisition of HyperArc, we’re taking analytics even further,” Keith Pearce, Zendesk’s senior director of product marketing, wrote in a blog post. “Soon, teams will be able to explore data conversationally, uncover root cases of issues and get real-time answers in context.”

Photo: Zendesk